Version 4.27

Version 4.27

October 1, 2024

Enhancements

Relation Between Transfer Conversations
The interface now allows users to view transfer calls in relation to each other. In this way, users can understand the customer journey by listening to the conversations starting from the beginning of the transfer and following them regularly while evaluating the conversations.

Percentage Prediction to Trend Analysis
Trend analysis now includes percentage prediction, providing a better understanding of data trends over time, helping users anticipate performance patterns and key conversation insights.

Autonomous Textual Analysis: Indexer Evolution
The indexer system has undergone significant improvements to optimize text analysis, enhancing the efficiency and accuracy of autonomous categorization. This evolution allows for more refined processing and classification of conversations.

Category Volume Sorting
The category filter has been enhanced with sorting capabilities, allowing users to sort categories by volume. This update simplifies data navigation and helps users prioritize more relevant categories in their analyses.

Search Ability in Dynamic Reports
Users can now search on the dynamic reports page. This way, reports on a specific topic can be created by searching the relevant phrase, and trends can be observed.

New Endpoints for Tenant Management
Two new endpoints have been added to Knovvu Analytics’ external API in order to automate tenant management processes. Using these methods, other services with related permissions can now create and edit tenants in Knovvu Analytics. This development has ensured standardization across all Knovvu products by enabling the tenant management process to be run from a single source.

RTG - Recognize Agents Immediately Following an Outstanding Interaction
This feature ensures that agents' exceptional performances are instantly recognized. Notifications such as "Double Delight" (x2), "Triple Triumph" (x3), "Quadra Kudos" (x4), and more will appear when customer sentiment is consecutively positive. If negative sentiment is detected, the process resets and starts again upon the next positive sentiment.

Improvements

Improved Tooltip Highlighting
An updated information tooltips feature now highlights key elements in the user interface, improving usability and making the system more intuitive.

Relocation of Related Group ID Filter
The related group ID filter has been moved from Others to Calls. This way, this information, which is used not only for call type conversations but also for chat and email type conversations, has been positioned correctly in the filter.

Simultaneous Change of Listening Status of Conversations
The icons representing the listening status of the calls are now updated simultaneously as soon as the call is being listened to, without waiting for the page to be refreshed.

Minor UI Enhancements
Several minor improvements have been implemented to enhance the user interface. These enhancements make the interface more intuitive and user-friendly, contributing to a better overall user experience.

Minor Bug Fixes
Various minor bugs have been addressed to improve overall system stability and performance. These fixes result in a smoother and more reliable user experience.